Strategic Customer Success Manager

The Opportunity

We are seeking a proactive, relationship-driven Strategic Customer Success Manager (CSM) to ensure our healthcare clients unlock maximum value from our platform. This role is ideal for someone who thrives in building trusted partnerships, driving user adoption at the ground level, and guiding customers toward measurable business outcomes.

What You’ll Do

• Account Leadership

• Drive net revenue retention across a portfolio of 5–7 enterprise accounts totaling $2-6M in contract value.
• Serve as the primary strategic point of contact for assigned healthcare accounts, driving proactive engagement and long-term account health.
• Build relationships across operational, managerial, and executive stakeholders, engaging Clarium leadership to strengthen strategic alignment when necessary.
• Lead monthly executive engagement and quarterly business reviews (QBRs) to showcase outcomes, highlight value, and identify risks and opportunities for growth.
• Conduct regular check-ins, health reviews, and success planning discussions with client teams.
• Cook up tactical customer needs while maintaining a strategic view of account success.

• Customer Success & Value Realization

• Partner with customers to define success goals and measure progress toward adoption, ROI, and satisfaction.
• Monitor usage data, performance metrics, and health scores; provide insights and recommendations to maximize platform impact.
• Identify risks such as low adoption or dissatisfaction early, and collaborate with internal teams on remediation plans.
• Champion Clarium's best practice standards with customers, actively steering toward proven approaches that accelerate time-to-value.
• Surface and codify customer best practices to strengthen and evolve best practices over time.
• Ensure customers are realizing measurable operational and business value from Clarium’s platform.

• Cross-Functional Collaboration

• Collaborate closely with Implementation, Support, Product, and Engineering teams to improve user adoption and resolve client issues, streamlining the customer experience.
• Serve as the voice of the customer internally, translating patterns in adoption, friction, and unmet needs into structured product insights that inform roadmap prioritization.
• Provide structured and prioritized customer needs to Product and Engineering to influence roadmap priorities.
• Pivot cross-functionally to improve internal customer success processes as the company scales.

• Strategic Growth & Advocacy

• Identify and align adoption, expansion, and upsell opportunities in collaboration with Sales.
• Cultivate customer advocates who can share success stories, enable public case studies, and act as references.
• Drive long-term client engagement by reinforcing the value of Clarium’s solutions across the enterprise.

Required Qualifications & Skills

• Bachelor’s degree in Business, Healthcare Administration, Supply Chain, Information Systems, or related field (or equivalent experience)
• 5–8 years of experience in customer success, account management, or a SaaS client-facing role
• Experience managing relationships with executive-level stakeholders at customer accounts
• Experience supporting healthcare, supply chain, or ERP workflows
• Experience managing commercial relationships and outcomes
• Excellent communication, relationship-building, and organizational skills
• Strong problem-solving ability and comfort working cross-functionally
• Track record of operating effectively in a fast-paced healthcare technology startup
• Comfortable balancing strategic thinking with hands-on execution
• Highly proactive with a strong sense of ownership and accountability

Preferred Qualifications

• Experience with SaaS platforms in healthcare or supply chain
• Familiarity with ERP systems such as Oracle PeopleSoft, Infor Lawson, or Workday
• Familiarity with healthcare data standards such as EDI, Smart on FHIR, and HL7
• Experience managing mid-market or enterprise accounts
• Project Management or Agile certifications